Job DescriptionJob DescriptionRemote Support Specialist ISummary Description :Under the general direction of the Remote Support Manager, provide technical support over the phone and with remote computer access to both End-User Clients and Federal Protection Installers & Service Technicians.This includes both hardware and software support for Federal Protection equipment.Responsibilities :Answer phone calls and emails coming into the Support Services queue in a timely manner.This includes both Client and Federal Protection Team member calls.Create Cases in Salesforce for all phone calls that do not currently have an existing open case in Salesforce.Use critical thinking skills to guide clients and co-workers to resolution of cases.Use proper time management to determine when a case must be elevated to include additional resources to provide a resolution.Maintain detailed documentation in Salesforce when working on a case.This includes but is not limited to updating ticket status, logging calls, logging emails, description of work performed, updating special instructions.Update internal Knowledge Base to reflect solutions provided that could assist others in the future.Troubleshoot FP installed systems over the phone and remotely over a PC.These include Access Control, Video Systems, Intercom Systems, Network Switches, Access Points, Security Systems, Fire Systems and other systems as assigned.Collaborate with the TEAM as needed to provide an accurate and efficient resolution to Cases.Assist and apply with system licenses as needed.Provide End-User client training over phone or video conference during completion of system installation.Assist in developing Installer and Technician training resources to better equip TEAM members to SERVE our clients.Configure mobile application access for customers and technicians.Other duties as assigned.Troubleshooting / problem -solving skills and a positive, can-do attitude.A professional customer-focused mentality is a must.Requirements :Proficiency in English.Must have good verbal and written communication skills.Customer-oriented.Excellent troubleshooting and problem-solving skills.Good understanding of computer systems.Available to work overtime.Detail orientedAbility to diagnose and resolve basic computer technical issues.Able to climb a ladder and lift up to 50 lbs.Minimum of High School Diploma or GEDBe able to work overtime as assignedBe a member of the after-hours and weekend on-call rotationAchieve manufacturer certifications as assignedKnowledge & Skills :Minimum of High School Diploma or GEDBasic electronics knowledge and troubleshootingBasic network fundamentals including LAN / WAN configurations & Port forwardingPrior customer service experienceCompTIA Aand / or Networkor equivalent knowledge preferredFLSA STATUS :Non-ExemptJob Type :Full-time.